Archived: Bespoke Care At Home

Bespoke Care at Home is a family-operated domiciliary care service based in Burnham. The service provides personal care to people in their own home. The service supports people in Burnham, Slough, Maidenhead, Windsor and surrounding areas.

At the time of our inspection, 51 people used the service and there were 40 staff.

People were protected from abuse and neglect. Appropriate systems were in place to safeguard people from the risk of preventable harm. People’s care risks were appropriately assessed, mitigated and recorded. Recruitment practices and supporting documentation met the requirements set by the applicable legislation. We found appropriate numbers of staff were deployed to meet people’s needs. People’s medicines were safely managed. We made a recommendation about people’s medicines management.

The service was compliant with the requirements of the Mental Capacity Act 2005 (MCA) and associated codes of practice. People were assisted to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. We made a recommendation about the required evidence for people’s enduring and lasting powers of attorney.

Staff induction, training, supervision and performance appraisals were satisfactory and ensured workers had the necessary knowledge and skills to effectively support people. People’s care preferences, likes and dislikes were assessed, recorded and respected. We found there was collaborative working with other community healthcare professionals. People were supported to maintain a healthy lifestyle.

The service was caring. There was complimentary feedback from people who used the service and relatives. People told us they were able to participate in care planning and reviews and some decisions. People’s privacy and dignity was respected when care was provided to them.

Care plans were appropriate and contained information of how to support people in the right way. We saw there was a complaints system in place which included the ability for people to contact any office-based staff member or the management team. Some improvement was required in the way concerns and complaints were recorded. We made a recommendation about complaints management. Questionnaires were used to determine people’s satisfaction with the care.

People had positive opinions about the management and leadership of the service. There was a good workplace culture and we saw the staff worked cohesively to ensure good care for people. Audits and checks were used to gauge the safety and quality of care. The provider met the conditions of registration and complied with other relevant legislation related to the adult social care sector.